I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The problem with the recliners began when they were delivered to my house. One recliner was replaced after several months of calls to them. That one reclined whether or not you wanted to as soon as you set down. Months went by before it was replaced. I was told by a sales person at Schewells in [redacted] that my recliners should still be covered after telling her when I had purchased it and a second plastic handle had broken on the other recliner. (Plastic really.....for a chair that you will sit in and the handle will then have to pull the bottom of the chair out. The problem with the mattresses was there when it was delivered, they are correct in that it could be from wear, however it was worn when received. So, if they say it was wear then would that mean someone had it before me, huh I thought that was illegal. I had 3 people there when it was delivered, my two daughters and one of their boyfriends. All of which gave me the same story that the both of the delivery guys said they knew about it when they brought it in and would order a new one and call to set a time to bring it out once it was received. The stove I told them had an air bubble in under the glass, this means to me that the ceramic is not attached to the glass. Therefore my question was is the heat getting delivered evenly like it should? They finally got me in touch with a company that came out and they are replacing the top. The scratch I told them about and told them I knew it had that but it did not have that when I first contacted them about it and that was not the reason I was concerned. As far as collections. YES they did make several calls for payments......my stuff was delivered in December ......in February I was upset and went to the store sat down with them and went over everything that was wrong. At that time I told the person to make note unless someone addressed my problems I would not pay. Well it's now June and finally after 4 months of no payments and threatening to take me to court I spoke with someone there, who I agreed to make payments if they started addressing my problems. I would also like it made known I was willing to go to court over this, because I told them that I didn't think a judge would make me pay for the poor quality items that had been delivered and the mess of customer service I was given. The only reason I did not go to court is because my husband didn't want me to go to court and get even more upset (since I have some serious health issues) and didn't want me to have to miss more work over them. In closing, my main problem is that companies can add late fees, add court fees, add all these fees when I am late but what about the service.....what about the customer. Do I not get anything for my time, in having make calls, take time to go in and sit down with them, being there many times having to get someone to take off from work, to miss their time or my time at work. I should not, neither should anyone have to go through all the ordeal to buy some furniture for your home. I think that I deserve some compensation for all that I have had to go through......or I will not go here again and I definitely will make it known to everyone I know not to go to Schewells as well. Neither I nor anyone else should have to go through this mess.
Regards,
[redacted]
We regret any inconvenience and frustration this experience
may have caused. Our store manager has
contacted the customer, and in an effort to provide excellent customer service has
allowed the...
customer make an exchange.
Although the manager’s prior decision was well within our policies and guidelines
as the damage to the table was indeed not covered by either warranty, he has
gone above and beyond to demonstrate the high regard that we have for our customers. We do hope we have been able to meet and even
exceed our customer’s expectations.
Customer made purchase on 3 month's no interest and defaulted, resulting in a monthly charge of 2% of the balance. Balances are printed on notices receipts. When customer paid 3rd payment of $119.84 on 9/23/16, remaining balance was 14.76. On 10/16/16 a late charge of .29 was posted,...
leaving a balance of $15.05. On 10/21/16 a payment of $14.00 was posted to the account, leaving a balance of $1.05. The $1.05 will be cleared today.
Our credit supervisor has contacted the customer and resolved the situation. She explained to Ms. [redacted] that the note in her file was due to a first payment default on her last account and not paying her December and January payments until February. It is standard procedure that in these...
instances, only the credit manager could approve future sales. Unfortunately our credit manager was out due to a death in her family, and while a credit supervisor should have been contacted, the staff believed that waiting another day would not be an issue as the customer stated her purchase would be Christmas presents for her husband. Our credit supervisor apologized for Ms. [redacted]’s inconvenience, waived the standard down payment typically required on previously delinquent accounts, and confirmed that the items would be available for pickup that day.Thank you,[redacted]
Dear Revdex.com, Thank you for notifying us of your complaint. We strive to provide with the best possible service, and when it fails to meet their expectations, it is important for us to know. The customer called our [redacted] store to report their washer wasn’t working a day after they have purchased...
it. The washer was a customer pick-up; however, we had a licensed technician go out to their home to inspect it if it’s due to a mechanical issue. It was determined by the technician that it was installed improperly by the customer and the technician was able to install it correctly. We hope it exceeds our customer’s expectations. While we do regret any inconvenience or frustration that their experience has caused them, we have considered this matter resolved.
The original date of purchase for the furniture in question was
April 2009. The customer did not
purchase the leather protection warranty; however, it was replaced at no charge
in July 2012, in an effort to provide excellent customer service. The customer did not purchase the...
leather
protection warranty for the replacement furniture.
The first contact that our Corporate office had with the
customer’s daughter was on November 6, 2015.
At that time, the customer had reselected her new furniture and a
delivery date of November 12, 2015 had been scheduled. We verified that our manager had followed and
even exceeded our Company guidelines by allowing the customer to reselect new
furniture with a credit of ½ the original purchase price although it had been
over the customary three years.
On November 10, 2015, we informed the daughter that the manager had followed our guidelines and let
her know that to our knowledge there has not been a recall on the leather. We also informed the daughter that it was our
understanding that the customer was satisfied with her recent
exchange/purchase, but if she was truly dissatisfied she could contact our
store directly. On November 17, 2015, we
received a message on our Corporate voicemail from the daughter stating that
they had contacted the Revdex.com.
On November 20, 2015, the customer visited the store demanding to speak
with our manager’s supervisor. At that
point, we had already informed the customer that the decision was final, and the
customer had already informed us that they had contacted the RevDex.com. To date, the Corporate office
has never received a call or spoken with customer [redacted]. All communication
has been made through her daughter(s).
While we regret that we were not able to meet or exceed the
customer’s expectations, we are confident that we have fulfilled our
obligations according to our Company guidelines.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
As Schewel Furniture Company, we are bound to uphold the warranties of the products in which we sell. [redacted] Company has a very good warranty and as thier partner we uphold every aspect of the warranty. The warranty does explicitly state that mattresses can not be exchanged if there is any stain or soiling. This is for sanitary reasons, legal liability, and general health concerns. We work with another company, [redacted] AMD which provides a mattress pad to protect the mattress. If this mattress pad becomes soiled and the mattress is damaged, the customer must call [redacted] AMD to report the issue.Once there are no stains on the mattress, we will gladly exchange it if falls within the warranty guidelines for an exchange. If a stain can not be removed from the mattress, we are unable to accept it for credit.[redacted]Store Manager
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
We would be glad to pick up and repair Mr. [redacted] recliner. Once repaired, the recliner will be available for pick it up once all the terms of his agreement have been met.
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. Due to show cause: Repeatedly call to the store for repairment with no show of technician, Manager [redacted] lied then told me the customer to do the repairs to a bed myself NOT understand their warranty & agreement, the technician didn't have any paper work to do repairments as he called me, I continuing call the store for repairs, then having to wait until business hours reopen November 19th, technician came out to do repairment while attempting to fixed the bunk bed as he hammered the nail & split the wood of the frame as he stated he fixed the bed & left to return to the store or continue to conduct business after I the customer rechecked the bed frame after technician left, he didn't asked me if I was satisfied, I called the store & spoke with the manager [redacted] concerning the matter & she resend the technician to replace the bed frame. The matter was not resolved until I had to call Revdex.com to get further assistance. I mentioned a discount within my complaint & still haven't got my matter resolved.
Regards,
[redacted]
Although we are sympathetic to Ms. [redacted]’s accident, our store manager was following the company’s procedures in regards to her sofa. We have tried to send out our third party repair company, [redacted], to inspect and repair, but she refused to have them come out to her home. In order...
for us to replace any furniture, [redacted] helps us to determine if a furniture is unrepairable before we can replace. In regards to the sofa being delivered damaged, Ms. [redacted] did not indicate this on the delivery receipt at the time of delivery and she did not report this until months later. While it is standard procedure for our stores to attempt to repair a furniture before doing anything else, our store manager decided to take the sofa back and to provide credit back to Ms. [redacted] after she had visited the store over the weekend. If she has any further questions, she may reach out to our Charlottesville store manager.
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.We offered last week to pay $500.00 before I filed this complaint, they refused our payment and said they want 981.00 nothing else. They lie last time the bill was paid and the total was below $800.00 now its above $900.00. My next stop is the newspaper, I have all the v/m that they left on the telephone and they are always a different story and different amount. They left a message today that they filed suit against me, in their comment they to the Revdex.com they said they would contact me and setup a payment arrangement that never happen. I want to pay but also at the same time not get ripped off. Regards,[redacted]
Dear Revdex.com;This is in response to complaint #[redacted]. The customer has requested a refund for a sofa and recliner purchased on September 10, 2015. The customer has also expressed an issue with the TV purchased at the same time.With respect to the TV, it was clearly noted on the signed...
contract: “Possible delays please keep advised – customer doesn’t need until 10/1/15”. Less than a week later, on September 16, 2015 the customer was left a telephone message that the vendor shipment of the TV in fact was delayed. She was left another message to this effect again on September 22. The option of receiving the floor display TV at a price discount rather than waiting on the vendor delivery or reselecting an in-stock TV was offered to the customer and accepted. When she came to pick-up the TV on October 2, there was confusion in regards to the proper remote. She was given a remote that did not have the full range of functionality as the one that should have been given to her. To our knowledge this problem was resolved many months ago but if it has not, then we will be glad to order another remote for the customer.The complaint also raises an issue concerning a sofa and recliner that were purchased at the same time of the TV. The sofa and recliner are manufactured by a company well known and respected within the furniture industry. Their product is carried and sold by a number of furniture retailers in the [redacted] area. Most the sofas that Schewels carries have a medium density cushion core (inside) similar to that as the sofa purchased. This core provides a balance between comfort and wear that most consumers seek. While there may be slight variations in the manufacturer of the thousands of cushion cores that Schewels sells along with every sofa, loveseat and recliner each year, with few exceptions the cores are consistently manufactured from one item to the next. To accommodate these exceptions every customer is given a copy of Schewels Return & Servicing policy which this customer also received. This policy provides that Schewels will repair any furniture manufacturer defect within the first year of purchase excepting normal wear and tear. The biggest variation of furniture performance relates to its usage, - the wear and tear the product receives once in the customer’s home. With the huge variation in customer use, if not expectations, and the consistency of the manufactured product across hundreds and thousands of sofas sold, Schewels servicing commitment for the first year ensures that the product will be returned to its original specification should a manufacturers defect occur during this period. Because furniture is made to be used and the use varies so much from customer to customer Schewels does not accept returns on its upholstery beyond the first week. During this time the customer can thoroughly evaluate their purchase in the leisure of their home.In this particular instance, after more than five months of using the merchandise, on March 4th, the customer called concerning the compaction of the seat cushions on the sofa and recliner. These items were inspected on March 9th and it appeared that there may have been more compaction than would be expected from normal use. (Often times the compaction issue can be resolved by simply rotating the cushion to help promote even wear.) Although the photos taken of this particular sofa show a cushion that is are far from flat, new cushions were ordered on March 10th. The typical turn-around on upholstery parts orders is about six weeks. On April 12, the customer called and talked to the assistant manager concerning the status of the parts order. After investigating, he left a message for the customer the next day advising her that the sofa cushion cores were expected in on April 14 and indicated he would like her to call to make service arrangements to replace the cushion insides. On April 18th, the customer called and the assistant manager told her the cushion cores had arrived and that the recliner cushion was expected later this week. The customer has insisted upon a return and refund of her purchase. This is not an option at this point but Schewels does have the cushion core replacements on hand should the customer decide to pursue this option.Having had the opportunity by chance to monitor our employees responses to the customer request I can say at no point was any employee less than courteous in discussing a way to resolve the issue raised by the customer. I apologize if the customer is dissatisfied with our response and feels mistreated. We are fully prepared to service the product purchase now and during the remainder of the warranty period.Sincerely[redacted], Store Manager
As it was stated in the last response, Ms. [redacted] did not report any damages to the sofa at the time of delivery. She did not report any issues with the sofa until two months after it was delivered, stating the cushions were going flat (report attached). On 10/22/2016, our store manager was off that day and was consulting with [redacted] on the phone in which he made the decision to take the sofa back and to provide credit back. Ms. [redacted] called the store on Monday, 10/24/2016, and told [redacted] she was in the hospital and have to arrange another time to have someone pick up her sofa. Once we receive the sofa back, we will provide the credit back to her. If she has any questions in regards to the credit, she may contact the store for more information. If Ms. [redacted] wants to pursue her complaint with the Attorney General, we will be happy to provide any necessary documents once we receive notification from the Attorney General. We have full confidence that we have fulfilled our obligation; although, we do regret that we were unable to meet or exceed her expectations.
While we do apologize for any inconvenience this may have caused, the lifetime warranty Mr. [redacted] is referring to is with the manufacturer. The recliner was manufactured by Lane, which was bought out by Broyhill. After numerous attempts with Broyhill, it was discovered they no longer have parts for...
Lane recliners. While we do regret any inconvenience; unfortunately, there’s nothing more we can do.
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
DEAR SIR OR MAI HAVE TRY EXPLAIN TO THE LADY SCHEWELS, WE HAVE BEEN A TRUE CUSTOMER OVER 20YRS PLUS,AND PAYING OFF THOUSANDS AND THOUSANDS ,IF YOU LOOK AT 2010 ON MY CREDIT REPORT YOU WILL SEE WE PAY OFF EVERYTHING IN GOOD STANDING. IF A MAJOR POLICY CHANGE OF IN HOUSE CREDIT, SCHEWELS SHOULD HAVE NOTIFY OLD AND NEW CUSTOMERS, THAT THEY NOW REPORT LATE PAYMENTS, OVER THE 20YRS THE RULE WAS NO SCHEWELS WILL PUT ANYTHING ON YOUR CREDIT REPORT BECAUSE OF SCHEWELS IN HOUSE CREDIT. I ALSO ASKED THE LADY FROM SCHEWELS HEAD OFFICE THAT WE SHOULD HAVE ASSUME OF THESES POLICY CHANGES. I EXPLAINED TO HER NOT ONE FROM STORE MANAGER OR LOAN NEVER ONCE TOLD US OF SCHEWELS NEW POLICY, THE LADY FROM HEAD OFFICE TOLD ME THAT THE STORE MANAGER AND LOAN WOULD NOT KNOW OF THE CREDIT REPORT FOR LATE CHARGES OR DEFER PAYMENTS , I DO HAVE A COPY OF A 2006 LOAN CONTRACT THERE NOTHING ON BACK OF THE CONTRACT THAT ANY LATEST PAYMENTS WOULD SHOW ON YOUR CREDIT REPORT, IF Revdex.com LOOK AT SCHEWELS CREDIT REPORT YOU SEE 2010 AND OTHER YEARS ,YOU WILL SEE ON 2014 WHERE SCHEWELS REPORTED THESE UNAWARE CHANGE, PLUS SCHEWELS LOAN CLERKS AND MANAGEMENT WOULD CALL US THREE OR FOUR TIMES A DAYS TO TELL WE LATE,BUT NOT TIME DID ANYONE FROM TOLD US OF THESES NEW POLICY CHANGE. I EXPLAINED TO HEAD OFFICE LADY THAT IF WOULD KNOW I COULD GOT MONEY OUT OF MY 401K TO KEEP MY PAYMENTS CURRENT. THE ONLY THEN I CAN FIGURE OUT IS SCHEWELS DID NOT WANT OLD OR NEW CUSTOMERS KNOW ABOUT THIS MAJOR CHANGE, BECAUSE OF LOSING BUSINESS. I DID EXPLAIN THE LADY FROM HIS IF WOULD BE LIKE A BANK NOT TELLING YOU IF 30 DAYS LATE IT WOULD EFFECT ON YOUR CRED REPORT. IF Revdex.com WOULD SEND A LETTER TO ALL AND OLD CUSTOMERS, I WOULD BET NOT HAVE A CLUE THAT SCHEWELS REPORTING LATE CHARGES ON CREDIT REPORT. AGAIN NOT ONE TIME DID ANYONE FROM SCHEWELS LET ME KNOW OF THESE CHANGES. I DID EXPLAIN TO THE LADY AT SCHEWELS HEAD OFFICE THAT FROM THE HEAD OFFICE THAT TRAINING OF EMPLOYEES START FROM THE HEAD OFFICE DOWN TO ALL SCHEWELS STAFF. IT WAS VERY SAD THAT BEING A LOYAL CUSTOMER OVER TWENTY YEARS AND PAYING OFF THOUSANDS AND THOUSANDS THAT SCHEWELS WOULD DO WITHOUT LETTING CUSTOMERS AND SCHEWELS EMPLOYEE OF THIS MAJOR CHANGE ON NEW CONTRACTS. I DO HAVE EMAILS THAT I SENT TO THE HEAD OFFICE EXPLAINING, MOST WHAT EVERY THING IN THIS LETTER. I DID EXPLAIN ONCE WE PAY OFF OUR $2400,WE WILL NO LONGER DO BUSINESS WITH SCHEWELS. THANK YOU GOD BLESS
The customer has received a new bed rail and is not entitled to a discount. Furthermore, the customer has failed to honor the terms of her contract. Therefore, we consider this matter resolved; although, we regret we were unable to meet or exceed her expectations.
Mr. [redacted] purchased the bed on May 14, 2013. We service all items within a normal warranty period of one to two years, depending on the manufacturer. Given the bed is out of the warranty period, we are not obligated to repair or replace; however, the store manager is willing to order a rail...
for Mr. [redacted] at his expense. Mr. [redacted] may contact the store manager if he is interested on the offer. We have full confidence that we have fulfilled our obligation; although, we do regret that we were unable to meet or exceed his expectations.
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The problem with the recliners began when they were delivered to my house. One recliner was replaced after several months of calls to them. That one reclined whether or not you wanted to as soon as you set down. Months went by before it was replaced. I was told by a sales person at Schewells in [redacted] that my recliners should still be covered after telling her when I had purchased it and a second plastic handle had broken on the other recliner. (Plastic really.....for a chair that you will sit in and the handle will then have to pull the bottom of the chair out. The problem with the mattresses was there when it was delivered, they are correct in that it could be from wear, however it was worn when received. So, if they say it was wear then would that mean someone had it before me, huh I thought that was illegal. I had 3 people there when it was delivered, my two daughters and one of their boyfriends. All of which gave me the same story that the both of the delivery guys said they knew about it when they brought it in and would order a new one and call to set a time to bring it out once it was received. The stove I told them had an air bubble in under the glass, this means to me that the ceramic is not attached to the glass. Therefore my question was is the heat getting delivered evenly like it should? They finally got me in touch with a company that came out and they are replacing the top. The scratch I told them about and told them I knew it had that but it did not have that when I first contacted them about it and that was not the reason I was concerned. As far as collections. YES they did make several calls for payments......my stuff was delivered in December ......in February I was upset and went to the store sat down with them and went over everything that was wrong. At that time I told the person to make note unless someone addressed my problems I would not pay. Well it's now June and finally after 4 months of no payments and threatening to take me to court I spoke with someone there, who I agreed to make payments if they started addressing my problems. I would also like it made known I was willing to go to court over this, because I told them that I didn't think a judge would make me pay for the poor quality items that had been delivered and the mess of customer service I was given. The only reason I did not go to court is because my husband didn't want me to go to court and get even more upset (since I have some serious health issues) and didn't want me to have to miss more work over them. In closing, my main problem is that companies can add late fees, add court fees, add all these fees when I am late but what about the service.....what about the customer. Do I not get anything for my time, in having make calls, take time to go in and sit down with them, being there many times having to get someone to take off from work, to miss their time or my time at work. I should not, neither should anyone have to go through all the ordeal to buy some furniture for your home. I think that I deserve some compensation for all that I have had to go through......or I will not go here again and I definitely will make it known to everyone I know not to go to Schewells as well. Neither I nor anyone else should have to go through this mess.
Regards,
[redacted]
We regret any inconvenience and frustration this experience
may have caused. Our store manager has
contacted the customer, and in an effort to provide excellent customer service has
allowed the...
customer make an exchange.
Although the manager’s prior decision was well within our policies and guidelines
as the damage to the table was indeed not covered by either warranty, he has
gone above and beyond to demonstrate the high regard that we have for our customers. We do hope we have been able to meet and even
exceed our customer’s expectations.
Customer made purchase on 3 month's no interest and defaulted, resulting in a monthly charge of 2% of the balance. Balances are printed on notices receipts. When customer paid 3rd payment of $119.84 on 9/23/16, remaining balance was 14.76. On 10/16/16 a late charge of .29 was posted,...
leaving a balance of $15.05. On 10/21/16 a payment of $14.00 was posted to the account, leaving a balance of $1.05. The $1.05 will be cleared today.
Our credit supervisor has contacted the customer and resolved the situation. She explained to Ms. [redacted] that the note in her file was due to a first payment default on her last account and not paying her December and January payments until February. It is standard procedure that in these...
instances, only the credit manager could approve future sales. Unfortunately our credit manager was out due to a death in her family, and while a credit supervisor should have been contacted, the staff believed that waiting another day would not be an issue as the customer stated her purchase would be Christmas presents for her husband. Our credit supervisor apologized for Ms. [redacted]’s inconvenience, waived the standard down payment typically required on previously delinquent accounts, and confirmed that the items would be available for pickup that day.Thank you,[redacted]
Dear Revdex.com, Thank you for notifying us of your complaint. We strive to provide with the best possible service, and when it fails to meet their expectations, it is important for us to know. The customer called our [redacted] store to report their washer wasn’t working a day after they have purchased...
it. The washer was a customer pick-up; however, we had a licensed technician go out to their home to inspect it if it’s due to a mechanical issue. It was determined by the technician that it was installed improperly by the customer and the technician was able to install it correctly. We hope it exceeds our customer’s expectations. While we do regret any inconvenience or frustration that their experience has caused them, we have considered this matter resolved.
The original date of purchase for the furniture in question was
April 2009. The customer did not
purchase the leather protection warranty; however, it was replaced at no charge
in July 2012, in an effort to provide excellent customer service. The customer did not purchase the...
leather
protection warranty for the replacement furniture.
The first contact that our Corporate office had with the
customer’s daughter was on November 6, 2015.
At that time, the customer had reselected her new furniture and a
delivery date of November 12, 2015 had been scheduled. We verified that our manager had followed and
even exceeded our Company guidelines by allowing the customer to reselect new
furniture with a credit of ½ the original purchase price although it had been
over the customary three years.
On November 10, 2015, we informed the daughter that the manager had followed our guidelines and let
her know that to our knowledge there has not been a recall on the leather. We also informed the daughter that it was our
understanding that the customer was satisfied with her recent
exchange/purchase, but if she was truly dissatisfied she could contact our
store directly. On November 17, 2015, we
received a message on our Corporate voicemail from the daughter stating that
they had contacted the Revdex.com.
On November 20, 2015, the customer visited the store demanding to speak
with our manager’s supervisor. At that
point, we had already informed the customer that the decision was final, and the
customer had already informed us that they had contacted the RevDex.com. To date, the Corporate office
has never received a call or spoken with customer [redacted]. All communication
has been made through her daughter(s).
While we regret that we were not able to meet or exceed the
customer’s expectations, we are confident that we have fulfilled our
obligations according to our Company guidelines.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
As Schewel Furniture Company, we are bound to uphold the warranties of the products in which we sell. [redacted] Company has a very good warranty and as thier partner we uphold every aspect of the warranty. The warranty does explicitly state that mattresses can not be exchanged if there is any stain or soiling. This is for sanitary reasons, legal liability, and general health concerns. We work with another company, [redacted] AMD which provides a mattress pad to protect the mattress. If this mattress pad becomes soiled and the mattress is damaged, the customer must call [redacted] AMD to report the issue.Once there are no stains on the mattress, we will gladly exchange it if falls within the warranty guidelines for an exchange. If a stain can not be removed from the mattress, we are unable to accept it for credit.[redacted]Store Manager
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
We would be glad to pick up and repair Mr. [redacted] recliner. Once repaired, the recliner will be available for pick it up once all the terms of his agreement have been met.
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. Due to show cause: Repeatedly call to the store for repairment with no show of technician, Manager [redacted] lied then told me the customer to do the repairs to a bed myself NOT understand their warranty & agreement, the technician didn't have any paper work to do repairments as he called me, I continuing call the store for repairs, then having to wait until business hours reopen November 19th, technician came out to do repairment while attempting to fixed the bunk bed as he hammered the nail & split the wood of the frame as he stated he fixed the bed & left to return to the store or continue to conduct business after I the customer rechecked the bed frame after technician left, he didn't asked me if I was satisfied, I called the store & spoke with the manager [redacted] concerning the matter & she resend the technician to replace the bed frame. The matter was not resolved until I had to call Revdex.com to get further assistance. I mentioned a discount within my complaint & still haven't got my matter resolved.
Regards,
[redacted]
Although we are sympathetic to Ms. [redacted]’s accident, our store manager was following the company’s procedures in regards to her sofa. We have tried to send out our third party repair company, [redacted], to inspect and repair, but she refused to have them come out to her home. In order...
for us to replace any furniture, [redacted] helps us to determine if a furniture is unrepairable before we can replace. In regards to the sofa being delivered damaged, Ms. [redacted] did not indicate this on the delivery receipt at the time of delivery and she did not report this until months later. While it is standard procedure for our stores to attempt to repair a furniture before doing anything else, our store manager decided to take the sofa back and to provide credit back to Ms. [redacted] after she had visited the store over the weekend. If she has any further questions, she may reach out to our Charlottesville store manager.
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.We offered last week to pay $500.00 before I filed this complaint, they refused our payment and said they want 981.00 nothing else. They lie last time the bill was paid and the total was below $800.00 now its above $900.00. My next stop is the newspaper, I have all the v/m that they left on the telephone and they are always a different story and different amount. They left a message today that they filed suit against me, in their comment they to the Revdex.com they said they would contact me and setup a payment arrangement that never happen. I want to pay but also at the same time not get ripped off. Regards,[redacted]
Dear Revdex.com;This is in response to complaint #[redacted]. The customer has requested a refund for a sofa and recliner purchased on September 10, 2015. The customer has also expressed an issue with the TV purchased at the same time.With respect to the TV, it was clearly noted on the signed...
contract: “Possible delays please keep advised – customer doesn’t need until 10/1/15”. Less than a week later, on September 16, 2015 the customer was left a telephone message that the vendor shipment of the TV in fact was delayed. She was left another message to this effect again on September 22. The option of receiving the floor display TV at a price discount rather than waiting on the vendor delivery or reselecting an in-stock TV was offered to the customer and accepted. When she came to pick-up the TV on October 2, there was confusion in regards to the proper remote. She was given a remote that did not have the full range of functionality as the one that should have been given to her. To our knowledge this problem was resolved many months ago but if it has not, then we will be glad to order another remote for the customer.The complaint also raises an issue concerning a sofa and recliner that were purchased at the same time of the TV. The sofa and recliner are manufactured by a company well known and respected within the furniture industry. Their product is carried and sold by a number of furniture retailers in the [redacted] area. Most the sofas that Schewels carries have a medium density cushion core (inside) similar to that as the sofa purchased. This core provides a balance between comfort and wear that most consumers seek. While there may be slight variations in the manufacturer of the thousands of cushion cores that Schewels sells along with every sofa, loveseat and recliner each year, with few exceptions the cores are consistently manufactured from one item to the next. To accommodate these exceptions every customer is given a copy of Schewels Return & Servicing policy which this customer also received. This policy provides that Schewels will repair any furniture manufacturer defect within the first year of purchase excepting normal wear and tear. The biggest variation of furniture performance relates to its usage, - the wear and tear the product receives once in the customer’s home. With the huge variation in customer use, if not expectations, and the consistency of the manufactured product across hundreds and thousands of sofas sold, Schewels servicing commitment for the first year ensures that the product will be returned to its original specification should a manufacturers defect occur during this period. Because furniture is made to be used and the use varies so much from customer to customer Schewels does not accept returns on its upholstery beyond the first week. During this time the customer can thoroughly evaluate their purchase in the leisure of their home.In this particular instance, after more than five months of using the merchandise, on March 4th, the customer called concerning the compaction of the seat cushions on the sofa and recliner. These items were inspected on March 9th and it appeared that there may have been more compaction than would be expected from normal use. (Often times the compaction issue can be resolved by simply rotating the cushion to help promote even wear.) Although the photos taken of this particular sofa show a cushion that is are far from flat, new cushions were ordered on March 10th. The typical turn-around on upholstery parts orders is about six weeks. On April 12, the customer called and talked to the assistant manager concerning the status of the parts order. After investigating, he left a message for the customer the next day advising her that the sofa cushion cores were expected in on April 14 and indicated he would like her to call to make service arrangements to replace the cushion insides. On April 18th, the customer called and the assistant manager told her the cushion cores had arrived and that the recliner cushion was expected later this week. The customer has insisted upon a return and refund of her purchase. This is not an option at this point but Schewels does have the cushion core replacements on hand should the customer decide to pursue this option.Having had the opportunity by chance to monitor our employees responses to the customer request I can say at no point was any employee less than courteous in discussing a way to resolve the issue raised by the customer. I apologize if the customer is dissatisfied with our response and feels mistreated. We are fully prepared to service the product purchase now and during the remainder of the warranty period.Sincerely[redacted], Store Manager
As it was stated in the last response, Ms. [redacted] did not report any damages to the sofa at the time of delivery. She did not report any issues with the sofa until two months after it was delivered, stating the cushions were going flat (report attached). On 10/22/2016, our store manager was off that day and was consulting with [redacted] on the phone in which he made the decision to take the sofa back and to provide credit back. Ms. [redacted] called the store on Monday, 10/24/2016, and told [redacted] she was in the hospital and have to arrange another time to have someone pick up her sofa. Once we receive the sofa back, we will provide the credit back to her. If she has any questions in regards to the credit, she may contact the store for more information. If Ms. [redacted] wants to pursue her complaint with the Attorney General, we will be happy to provide any necessary documents once we receive notification from the Attorney General. We have full confidence that we have fulfilled our obligation; although, we do regret that we were unable to meet or exceed her expectations.
While we do apologize for any inconvenience this may have caused, the lifetime warranty Mr. [redacted] is referring to is with the manufacturer. The recliner was manufactured by Lane, which was bought out by Broyhill. After numerous attempts with Broyhill, it was discovered they no longer have parts for...
Lane recliners. While we do regret any inconvenience; unfortunately, there’s nothing more we can do.
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
DEAR SIR OR MAI HAVE TRY EXPLAIN TO THE LADY SCHEWELS, WE HAVE BEEN A TRUE CUSTOMER OVER 20YRS PLUS,AND PAYING OFF THOUSANDS AND THOUSANDS ,IF YOU LOOK AT 2010 ON MY CREDIT REPORT YOU WILL SEE WE PAY OFF EVERYTHING IN GOOD STANDING. IF A MAJOR POLICY CHANGE OF IN HOUSE CREDIT, SCHEWELS SHOULD HAVE NOTIFY OLD AND NEW CUSTOMERS, THAT THEY NOW REPORT LATE PAYMENTS, OVER THE 20YRS THE RULE WAS NO SCHEWELS WILL PUT ANYTHING ON YOUR CREDIT REPORT BECAUSE OF SCHEWELS IN HOUSE CREDIT. I ALSO ASKED THE LADY FROM SCHEWELS HEAD OFFICE THAT WE SHOULD HAVE ASSUME OF THESES POLICY CHANGES. I EXPLAINED TO HER NOT ONE FROM STORE MANAGER OR LOAN NEVER ONCE TOLD US OF SCHEWELS NEW POLICY, THE LADY FROM HEAD OFFICE TOLD ME THAT THE STORE MANAGER AND LOAN WOULD NOT KNOW OF THE CREDIT REPORT FOR LATE CHARGES OR DEFER PAYMENTS , I DO HAVE A COPY OF A 2006 LOAN CONTRACT THERE NOTHING ON BACK OF THE CONTRACT THAT ANY LATEST PAYMENTS WOULD SHOW ON YOUR CREDIT REPORT, IF Revdex.com LOOK AT SCHEWELS CREDIT REPORT YOU SEE 2010 AND OTHER YEARS ,YOU WILL SEE ON 2014 WHERE SCHEWELS REPORTED THESE UNAWARE CHANGE, PLUS SCHEWELS LOAN CLERKS AND MANAGEMENT WOULD CALL US THREE OR FOUR TIMES A DAYS TO TELL WE LATE,BUT NOT TIME DID ANYONE FROM TOLD US OF THESES NEW POLICY CHANGE. I EXPLAINED TO HEAD OFFICE LADY THAT IF WOULD KNOW I COULD GOT MONEY OUT OF MY 401K TO KEEP MY PAYMENTS CURRENT. THE ONLY THEN I CAN FIGURE OUT IS SCHEWELS DID NOT WANT OLD OR NEW CUSTOMERS KNOW ABOUT THIS MAJOR CHANGE, BECAUSE OF LOSING BUSINESS. I DID EXPLAIN THE LADY FROM HIS IF WOULD BE LIKE A BANK NOT TELLING YOU IF 30 DAYS LATE IT WOULD EFFECT ON YOUR CRED REPORT. IF Revdex.com WOULD SEND A LETTER TO ALL AND OLD CUSTOMERS, I WOULD BET NOT HAVE A CLUE THAT SCHEWELS REPORTING LATE CHARGES ON CREDIT REPORT. AGAIN NOT ONE TIME DID ANYONE FROM SCHEWELS LET ME KNOW OF THESE CHANGES. I DID EXPLAIN TO THE LADY AT SCHEWELS HEAD OFFICE THAT FROM THE HEAD OFFICE THAT TRAINING OF EMPLOYEES START FROM THE HEAD OFFICE DOWN TO ALL SCHEWELS STAFF. IT WAS VERY SAD THAT BEING A LOYAL CUSTOMER OVER TWENTY YEARS AND PAYING OFF THOUSANDS AND THOUSANDS THAT SCHEWELS WOULD DO WITHOUT LETTING CUSTOMERS AND SCHEWELS EMPLOYEE OF THIS MAJOR CHANGE ON NEW CONTRACTS. I DO HAVE EMAILS THAT I SENT TO THE HEAD OFFICE EXPLAINING, MOST WHAT EVERY THING IN THIS LETTER. I DID EXPLAIN ONCE WE PAY OFF OUR $2400,WE WILL NO LONGER DO BUSINESS WITH SCHEWELS. THANK YOU GOD BLESS
The customer has received a new bed rail and is not entitled to a discount. Furthermore, the customer has failed to honor the terms of her contract. Therefore, we consider this matter resolved; although, we regret we were unable to meet or exceed her expectations.
Mr. [redacted] purchased the bed on May 14, 2013. We service all items within a normal warranty period of one to two years, depending on the manufacturer. Given the bed is out of the warranty period, we are not obligated to repair or replace; however, the store manager is willing to order a rail...
for Mr. [redacted] at his expense. Mr. [redacted] may contact the store manager if he is interested on the offer. We have full confidence that we have fulfilled our obligation; although, we do regret that we were unable to meet or exceed his expectations.